Mercedes-Benz of Lafayette

Update (One Week Later): I would like to provide an update to my previous review. Since expressing my concerns, Mercedes-Benz of Lafayette reached out promptly and took the necessary steps to fully address the issue with my vehicle. I have now been driving my car for a week, and I can genuinely say it feels smoother and more refined — a noticeable improvement that I truly appreciate. I want to extend my sincere gratitude to Mr. Hunter for taking the time to personally look into the matter and ensure that the issue was properly corrected. Thank you as well to Edwin, my service advisor, for your guidance throughout the process, and to Charity for your patience, professionalism, and kindness. Your efforts played a significant role in restoring my confidence in the service department. I recognize and appreciate when a business takes accountability and works diligently to make things right. Thank you again, Mercedes-Benz of Lafayette, for addressing my concerns and reinforcing the level of service that customers expect from a luxury brand.

Unhappy with the situation, I Didn't get the help I needed, no one reached out to answer my questions!

LONG but NECESSARY Review: I purchased my 2010 Mercedes GLK, certified pre-owned in 2012 from Mercedes Benz of Lafayette. I have been a loyal customer in the service department with this dealership since 2012. Let me start off by saying Kim and Chad in service are ABSOLUTELY AMAZING! This review is definitely not a refection of their customer service. Last month, my SUV had a message stating the ESC/ABS needed attention and my car would not start up consistently. I brought my car into service and was told that the trottle body needed replacement, first and foremost. They gave me an estimated for the throttle body as well as estimates for recommended services that will be necessary very soon. Everything totaled approx. $5,000. I asked Chad if they can do a price match on the throttle body replacement because I received a quote from another mechanic. Chad called me back and said the Service Manager said "No". I told Chad to tell service just to complete the routine maintenance and I will get the throttle body and other recommended services done elsewhere. I paid for my routine maintanence and the MULTIPOINT INSPECTION they performed to diagnose my SUV. In the meantime, I keep my Mercedes GLK, but purchased another car from another dealership because #1, I did not want to invest that much money into an old car all at once and I needed a reliable vehicle immediately and #2, the salesperson, Stephanie, at Mercedes Benz of Lafayette did not seem very enthusiastic to speak to me when I called to inquire about purchasing another Mercedes with them. She practically brushed me off. Fast forward a couple of weeks later, my husband looks at my Mercedes GLK and stated it may just be the battery causing the SUV to not start. He brought the batttery to Mercedes of Lafayette to exchange it because the battery was less than a year old. When my husband put the new battery in, the car started and has been running PERFECTLY with NO ESC/ABS needing attention messages. I basically bought a BRAND NEW CAR because Mercedes Service told me I would have approx. $5000 worth of work to do to the car when all I needed was to replace a defective battery for FREE. The Service Department charged me for a MULTIPOINT INSPECTION but did not even consider that the battery could have been the culprit. Now it is very hard to trust their service department. To top it all off, I went on Mercedes Benz of Lafayette's website and under Service Specials, it states "We do price match (please provide estimate that you would like price matched)". But the service manager did not want to honor a price match with me...someone who has been a loyal customer since 2012. It makes me wonder if I was not afforded a price match because of my race or gender. I PRAY that in 2022, that is not the case but I guess I will never know.